TERMS AND CONDITIONS
1. General information
These terms and conditions apply when you use and/or order items from POMPdeLUX.com. POMPdeLUX.com is owned by POMPdeLUX ApS, CBR no.: 29622035, Omega 7, Søften, DK-8382 Hinnerup.
We recommend that you read the terms and conditions carefully before making purchases at POMPdeLUX.com.
You are always welcome to contact Customer Service if you have any questions concerning your order.
We reserve the right to change these terms and conditions without further notice. The version of the terms and conditions applying to your order will be the version at POMPdeLUX.com as of the date of your order. If you do not accept the terms and conditions, you cannot order or purchase items from POMPdeLUX.com.
When you have placed an order, you will receive an order confirmation via e-mail, which will also include these terms and conditions. We recommend that you save that document.
You retain the right to cancel your purchase for up to 14 days from the date of receipt of the items, as specified in “Right of cancellation”. Your purchase is also subject to the regulations concerning faults and defects in the Danish Sale of Goods Act; you can read more about this in “Complaints".
We reserve the right to cancel the purchase agreement in any of the following situations without incurring any liability for compensation or other expenses:
• Your payment details are not correct or cannot be verified.
• Your order has been placed for the purpose of committing fraud, etc., or in conjunction with a criminal act or other illegal activity.
• An inadvertent error has occurred on the website, for example, a payment error, price error, oversold goods or similar.
You can only place orders online
We do not process orders by telephone, e-mail, or letter.
You have the option to create a customer account when shopping with POMPdeLUX. You can use “My Page” to access your details, track your order, change your password, view your Favourite List, etc.
Before you place an order, you can edit the information you have entered, including delivery and invoicing details, or payment details. You can also change items or remove items from your shopping basket. When you click on “Proced to delivery”, you must confirm your delivery details. Then the payment is completed and a receipt is displayed on your screen. From this time, you are bound by the purchase agreement, and the rules concerning the right of cancellation apply. Read more in “Right of cancellation”.
3. MEANS OF PAYMENT
You can pay using Visa, Visa Electron or MasterCard/Eurocard, PayPal when shopping at POMPdeLUX.com. Your payment will not be collected from the selected payment service until your items have been dispatched from our warehouse for delivery to you.
Payment by credit card
You can make a secure payment by payment card. Our payment system is PCI-certified. This is a worldwide security standard developed by Visa and MasterCard. If you pay by credit card, you will be asked to enter the card’s control digits. You will find the three-digit control code on the reverse of your credit card, usually on the right-hand side. The control digits are necessary to complete the payment, and to maintain a high security level.
Our 3D-Secure System ensures that you can shop without any risks at POMPdeLUX. The system is based on simple monitoring processes to identify you as the unique user.
Two-factor authentication on purchases from POMPdeLUX
The following applies to our EU customers.
In order to secure all online purchases, EU has decided that all online shops must apply a two-factor authentication. The two-factor authentication ensures a safer experience when shopping online. This makes it more difficult for cyber criminals to abuse the credit card.
Verification of you as a customer can be completed in different ways. Either through a SMS code or authentication via a third party depending which methods your bank supports.
For you as a POMPdeLUX customer it means that you have to accept and confirm your payment at POMPdeLUX one more time before your purchase can be completed. This authentication is typically required for all purchases above 30 EUR.
Save payment information
When you shop on POMPdeLUX.com and are logged in, you can choose to save your payment information in encrypted form, making payment easier in future. This can be chosen when you make the actual payment (you will still have to enter the three-digit CVV2 code on the back of your card for each purchase). If you do not wish to store your payment information with us, you can always get in touch with us and we will assist you with deleting it.
Pay with PayPal
We offer the option to pay with PayPal (processing fee of EUR 3) PayPal is an online payment service that allows you to pay securely, easily and quickly in online stores. Your bank or credit card information is stored only by PayPal. Therefore, they are not sent via the Internet again with each online purchase. Read more about PayPal here.
4. PRICES AND DELIVERY
At POMPdeLUX.com, all of the prices stated for items, delivery costs and other costs include taxes, VAT and excise duties, with reservation for misprints, price changes, delayed delivery and items that are sold out. When shopping from outside the EU, you will not be charged VAT.
During sale and campaigns, the price of a style can vary from colour to colour.
Read more about delivery costs under “Shipping and delivery”.
POMPdeLUX.com's prices vary according to the country of your delivery address. Please use the “Change Country” function at the bottom of the page if you wish to change your choice of country. Please note that changing country may influence price/currency and delivery costs, and that your order can only be delivered in the country in which you have a registered address.
Terms of delivery
Items ordered at POMPdeLUX.com are only delivered to addresses outside Denmark, Sweden, Norway, Finland, Germany, the Netherlands, Switzerland and Austria. If delivery to other countries is required, please use the “Change Country” function before you place your order. The time of delivery will depend on the country of delivery and the haulage contractor used.
We deliver to DHL Servicepoints, private addresses or company addresses. You must sign for the items on receipt/collection. Either you or other persons at the delivery address must sign for receipt, with binding effect for you. Please note that you carry the risk for the item after delivery.
When you receive your package, you should check the items. If the packaging and contents are damaged, please refuse delivery of the package and send a complaint to the carrier/place of delivery. After doing this, please contact our customer service for further developments.
You can track your parcel from dispatch to delivery via track & trace.
We deliver the parcel to the address you entered online. If you are not at home when the postman calls, you may be able to collect your parcel at the post office, depending on your local postal service.
5. RIGHT OF CANCELLATION
If you wish to return an item, POMPdeLUX gives you 14 days’ right of cancellation as from the date when you received the item. This means that, within 14 days of your physical receipt of the item, you must inform us that you wish to cancel your purchase. You must then return the item as soon as possible. Please note that you must return the item no later than 14 days after you have informed us your intention to do so.
The easiest way for you to inform us is by completing the return slip that you will find in My Account. Follow the guidelines and enclose the return slip in your return parcel, and we will process your returned item as soon as possible. You can also inform us via the standard cancellation form if you wish to cancel your purchase.
NB: You cannot exercise the right of cancellation merely by refusing to receive the item, or by failing to collect it from the delivery service. Furthermore, the right of cancellation does not apply (1) to items that have been customised to your personal specifications; (2) to items from which you have removed the seal/packaging, or where the item cannot be returned for reasons of health protection or hygiene.
We always reimburse your money to the same means of payment you used to pay for your items, and no later than 14 days from the date on which you informed us of the cancellation. It is possible that we will retain the amount until we have received the returned items, or until you have sent proof of dispatch of the items, whichever occurs first.
Condition of the goods upon returning
Please note that you may lose the purchase amount, in full or in part, if in our assessment the value of the item is impaired because in real terms you have used the item. You are naturally permitted to try on the item in the same way as you would do in a physical shop.
We estimate the value on the basis of a specific assessment of the returned item.
You must pay for shipping costs associated with the return of the goods. We will, however, refund the original postage charges for parcels sent as standard priority through the national postal service. The bag should be sent as parcel post and can be dropped off at the post office.
NB: You are liable for any damage in transit. Your right of reimbursement does not include any credit card charges or other means-of-payment charges that we have paid to the acquirer. Moreover, you are not entitled to a refund of the original postage charges in case of partial cancellation of your purchase.
What you must do to return your goods
1. Wrap the goods carefully. The post bag in which you receive your items is designed to be used to return the item. This means that you do not have to invest in expensive packaging, which is an advantage for both you and the environment.
2. Complete the return slip on My Page and enclose it in your parcel.
3. You must pay for shipping costs associated with the return of the goods. We will, however, refund the postage charges for parcels sent by standard priority through the national postal service. If you are in an EU country, you can also print and use the return label from My Page.
4. The parcel should be sent as parcel post and can be dropped off at the post office.
Please note that you are responsible for the parcel/items until we receive them. Therefore, you should retain the post office receipt and any track and trace number. Please note that we do not accept parcels sent on cash-on-delivery terms.
There is no warranty on ''Free Gifts - Promotional Products'', and we will not accept returns of these products or offer any kind of exchange.
Unfortunately, we cannot offer exchanges of "Free Gift - promotional products" from POMPdeLUX.
If you are returning the entire order, the “Free Gift – promotional product” must also be returned. If you choose to keep the “Free Gift – promotional product”, we reserve the right to deduct the gift’s/product’s value from the amount reimbursed. If only part of the order is being returned and the conditions of the chosen “Free Gift – promotional product” are no longer met, we also reserve the right to deduct any difference between the original value of the “Free Gift – promotional product” and the new actual value.
6. COMPLAINTS AND DEFECTIVE DELIVERIES
At POMPdeLUX we focus on quality, but if, contrary to expectations, you experience faults or defects in an item, your purchase is subject to the Danish Sale of Goods Act, including the regulations concerning faults and defects, and you have 24 months’ right of complaint for all items.
You must file a complaint within a “reasonable time” after discovering a defect in the item. We recommend that you complain as quickly as possible, and within 2 months of discovering the fault.
Even though POMPdeLUX makes every effort to depict colour and quality as accurately as possible, computer renditions of colours and screen resolutions can vary. Minor colour discrepancies are therefore not deemed to be a defect in the sense of the Danish Sale of Goods Act.
We will reimburse the purchase price and return costs for parcels sent by national post when we have received the returned item, unless you receive a new item to replace the original item.
What you must do
If an item has been damaged or has a defect, you can make a complaint. Please note that you can contact us directly via our support form, which you'll find in the bottom right corner, in case the total value of your claim is less than 32,99€. You need to attach picture(s) as well as description of the fault of the product. This way, we can help you as quickly as possible and offer you a solution.
You can also use our returns form, which can be found in My Account . Fill in the returns form, pack and seal the item securely and send the parcel back as soon as possible, within 14 days at most. The parcel must be sent as parcel post and can be dropped off at the post office. In My Account, you will find the pre-paid return label, which you can use. This return shipment is of course free of charge (provided the complaint is accepted). Please note that you remain responsible for the parcel/items until we receive it. Therefore, keep your proof of postage receipt, and, if applicable, the track-and-trace number. Please note that we do not accept parcels sent as cash on delivery.
If you receive the wrong item, you just need to return it to us and we will send you a correct item, free of charge. If the item is sold out, we will reimburse the full amount to you. For incorrect deliveries, return postage is naturally also free of charge for you, and you just need to follow the same procedure as for returned items.
For complaints regarding “Free Gift – promotional product” we refer to the section Promotional Products, under Returns.
7. Other conditions
We reserve the right to transfer our rights and obligations, pursuant to the agreement with you, to any third party. Such transfer is subject to the condition that there is no impairment of the standard of the service you receive. We will notify you of any such transfer. By accepting these terms, you consent to any such future transfer.
Access to complain
You have access to complain to the Danish Consumer Complaints Board if you are not satisfied with the item you have purchased and cannot reach agreement with our Customer Service on a reasonable resolution to the dispute. Follow the link here to submit an online complaint to the Danish Consumer Complaints Board.
If you are resident in a country other than Denmark, you can find your national consumer complaints board via this link.
Governing law and legal venue
Any agreement between us that is subject to these terms and conditions will be governed by Danish law. Any disputes arising will be settled before the ordinary courts of Denmark.